Frequently Asked Questions
Shipping and Delivery
When will my order be shipped?
Orders are processed within 1–2 business days (Monday to Friday). Once your order has been shipped, you will receive a confirmation email with tracking details.
How long does delivery take?
Delivery typically takes 3–10 business days (Monday to Friday) after your order has been shipped. Delivery times may vary depending on your location and external factors such as carrier delays.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a tracking link by email. You can use this to monitor your shipment at any time.
Returns and Refunds
Can I return an item?
Yes, you can request a return within 30 days of receiving your order. Items must be unused, unworn, and in their original condition with all packaging included.
Do you offer exchanges?
We do not offer direct exchanges. If you would like a different item, please place a new order and return the original item if eligible.
Who pays for return shipping?
Customers are responsible for return shipping costs. We recommend using a tracked shipping method for safe delivery.
When will I receive my refund?
Once your return has been received and inspected, refunds are processed within 5–9 business days. The exact timing may vary depending on your payment provider.
Orders and Payments
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover. Apple Pay and Google Pay may also be available at checkout.
Can I change or cancel my order?
Orders can be modified or canceled within 24 hours of placement. After this period, processing may have already started and changes may no longer be possible.
I didn’t receive a confirmation email. What should I do?
Please check your spam or promotions folder first. If you still cannot find it, contact us at support@omnela.com and we will assist you.
Contact
How can I contact you?
You can reach our support team using the details below:
Store name: Omnela
Company name: Pawzz
Warehouse Address: 3917 Wellington Rd, Elmont, New York, 11003, United States
Company Address: Louise de Colignystraat 76, 2404 GV Alphen aan den Rijn, Netherlands
Email: support@omnela.com
Phone: +1 361 321 0766
Customer Service Hours (EST):
Monday to Friday: 09:00 AM – 05:00 PM
Saturday and Sunday: Closed
We aim to respond within 24 hours.